Field Support Engineer

Job Description: Field Support Engineer

Company: Indio Networks Pvt. Ltd. (Pune, Maharashtra, India)

Department: Technical Support / Field Operations

Reporting To: Technical Support Manager

Company Overview

Indio Networks is a provider of advanced networking and wireless solutions, including WiFi Access Points, Network Controllers, Managed Switches, and 4G/5G Routers. We focus on delivering resilient and simplified connectivity to businesses and service providers globally.

Job Summary

The Field Support Engineer will serve as the Tier 1 on-site technical expert, responsible for the installation and initial setup of our networking products at customer locations across India. This role is focused on immediate problem resolution and ensuring the initial operational success of the deployed hardware. This position requires strong foundational networking skills, excellent customer interaction abilities, and frequent travel throughout the country.

Key Responsibilities

Installation and Initial Configuration

• Perform on-site installation and physical racking/mounting of networking hardware (e.g., Access Points, Controllers, Routers, Switches) at client sites.
• Execute initial configuration and basic setup of network devices according to pre-defined deployment guides and technical specifications.
• Conduct pre-installation site surveys and post-installation tests to confirm system functionality and network coverage.
• Integrate networking products with the customer's existing network infrastructure to ensure basic connectivity.

Tier 1 On-site Troubleshooting

• Provide Tier 1 direct on-site technical support to quickly diagnose and resolve immediate hardware, software, and basic connectivity issues.
• Address and resolve all reported customer issues pertaining to the initial setup and basic operation of networking products.
• Escalate complex or unresolved issues to the Tier 2/3 engineering teams for advanced resolution, ensuring all necessary information is clearly communicated.

Customer Interaction and Handover

• Act as the primary face of the company on-site, ensuring a professional demeanor and positive customer experience during and after installation.
• Provide customers with a basic operational walkthrough of the installed products, explaining fundamental use and maintenance procedures.
• Ensure all new deployments are fully operational and handed over successfully to the customer upon completion.

Required Qualifications & Skills

Education

• Bachelor's Degree in Engineering (Electronics/Telecommunications/Computer Science/IT) or an equivalent technical diploma.

Experience

• 1-3 years of hands-on experience in Field Support or Technical Service within the IT or Telecom industry.
• Practical experience in installing and configuring Wireless LAN (WLAN) equipment, routers, and switches.

Technical Skills

• Basic to intermediate knowledge of TCP/IP and fundamental networking concepts (LAN, WAN).
• Familiarity with the operation and basic configuration of standard wireless and wired networking products.
• Proficiency in using basic network diagnostic tools (e.g., ping, traceroute, cable testers).

Soft Skills

• Excellent customer-facing communication and interpersonal skills.
• Strong time management and organizational abilities to manage a schedule of site visits.
• Ability to work independently and efficiently in various field environments.
• Willingness to travel frequently to different customer sites across the country is mandatory.

Why Join Indio Networks?

Join a growing team focused on providing essential connectivity solutions. This role offers the opportunity to be the frontline technical representative, mastering the deployment of critical networking technologies and ensuring initial customer satisfaction.

Job Types: Full-time, Fresher

Pay: ₹15, ₹20,000.00 per month

Benefits:

• Flexible schedule
• Leave encashment
• Paid time off

Work Location: In person